Job Summary

Job Description

Job Summary

We are looking for a skilled Zendesk Developer with 3–6 years of experience to support the implementation, configuration, and ongoing evolution of Zendesk solutions across our support ecosystem. In this role, you will partner with Support Operations, IT, and Product teams to translate business requirements into scalable workflows, automation, and integrations that improve agent efficiency and customer experience. You will own end-to-end delivery—from solution design and development through testing, deployment, documentation, and post-go-live optimization—ensuring the platform remains stable, secure, and aligned with operational KPIs (SLA adherence, first response time, resolution time, and CSAT).

Key Responsibilities

• Lead Zendesk configuration and enhancements (Support, Guide, Talk/Chat as applicable) based on business requirements and best practices.
• Develop and customize Zendesk apps using JavaScript, HTML, and CSS; follow maintainable patterns, version control, and review practices.
• Administer Zendesk instances: user/agent provisioning, roles and permissions, groups, organizations, business rules governance, and environmental hygiene.
• Design and maintain automations including intelligent ticket routing, escalation paths, and SLA policies.
• Build reusable workflows and forms (ticket fields, dynamic content, conditional logic) to support multiple lines of business and regional processes.
• Implement integrations using Zendesk REST APIs/webhooks and middleware when needed; support SSO and user identity mapping.
• Own release execution: requirement clarification, solution design, development, unit/system testing, UAT support, deployment, and rollback planning.
• Monitor platform health and troubleshoot incidents; perform root-cause analysis and deliver fixes that prevent recurring issues.
• Collaborate with cross-functional teams (Customer Support, Support Ops, IT, Security, Product) and maintain clear documentation for configurations, changes, and runbooks.

Required Skills

• 3–6 years of hands-on Zendesk experience in implementation, configuration, and customization in a production environment.
• Strong proficiency in JavaScript, HTML, and CSS; ability to build and maintain Zendesk apps and lightweight frontend components.
• Experience with Zendesk APIs, webhooks, authentication, and integrations with third-party systems (CRM, order systems etc.).
• Solid understanding of customer support operations: ticket lifecycle, escalation management, SLAs, knowledge base concepts, and agent productivity metrics.
• Strong analytical and problem-solving skills with the ability to debug complex workflow/integration issues and communicate findings clearly.
• Familiarity with SDLC and Agile delivery (user stories, estimation, sprint execution, UAT, release management) and documentation best practices.
• Working knowledge of at least one backend technology (PHP or .NET preferred) to support integrations, middleware, or internal tooling.

Preferred Skills

• Experience with Zendesk Explore (reporting/dashboards) and an understanding of KPI instrumentation.
• Knowledge of SSO standards and identity providers (Azure AD or similar).
• Experience with CI/CD, environment promotion, and source control (Git) for app/deployment workflows.
• Prior experience in a high-volume support environment (B2C/B2B) with multi-brand or multi-region setups.

Communication

• Ability to explain complex technical concepts to diverse stakeholders with clarity, including translating business needs into technical solutions and documenting decisions for future reference.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or equivalent practical experience.
• Demonstrated experience delivering platform enhancements with measurable operational impact (automation, reduced handle time, improved routing accuracy, etc.).

Tools / Tech Stack

• Zendesk Support, Guide, Explore (as applicable)
• Zendesk Apps Framework (ZAF), JavaScript/HTML/CSS
• REST APIs, webhooks, JSON
• Git and standard code review practices

About Medline India:
Medline India was setup in 2010 in Pune, primarily as an offshore Development centre and to augment resources for Medline Industries LP headquartered in Chicago, USA. We are a 1500+ strong and growing team of technology, finance & and business support professionals who support our businesses worldwide towards a mission to make healthcare run better. We are proud to be certified as a ‘Great Place to Work’ by the Great Place to Work Institute® (India) for the duration May 2023 – May 2024. 
We are an organization with a conducive work environment, ample opportunities to learn, contribute and grow with a highly empowered & engaged team. We encourage our people to share their best ideas and create new opportunities for our customers and ourselves to work together to solve today’s toughest healthcare challenges.
About Medline Industries, LP:
Established in 1966, Medline Industries LP is a renowned global healthcare organization boasting 56 years of consecutive sales growth, exceeding $21 billion in annual sales. With a workforce of over 36,000 professionals spread across the globe, we operate in more than 125 countries and territories. As the largest privately held manufacturer and distributor of medical supplies in the United States, Medline is uniquely positioned to offer comprehensive products, education, and support across the continuum of care.
At present, Medline Industries, LP holds the esteemed position as the #1 market leader, delivering an extensive portfolio of over 550,000 medical products and clinical solutions. Our clientele includes hospitals, extended care facilities, surgery centres, physician offices, home care agencies, providers, and retailers. We are proud to be recognized by Forbes as one of America’s Best Large Employers and Best Employers for Women. Additionally, the Chicago Tribune has consistently named us a Top Workplace for the past 12 years.